UX Researcher & Service Designer (Government / Public Sector)

About the RoleOur client is seeking a UX Researcher & Service Designer to drive user-centric design and improve citizen-facing services across key public sector initiatives. This role focuses on uncovering deep user insights and translating them into meaningful service improvements, ensuring digital products and services are intuitive, accessible, and impactful. The ideal candidate is both analytical and creative—comfortable conducting rigorous research while shaping end-to-end service experiences. Key ResponsibilitiesUser & Citizen Insights • Conduct qualitative and quantitative research to understand the needs, behaviours, and pain points of citizens, businesses, and public officers • Apply both generative and evaluative research methods to define problem spaces and validate solutions • Plan and execute research activities including user interviews, surveys, usability testing, and A/B testing Data Analysis & Communication • Analyse research findings to identify patterns, trends, and actionable insights • Translate insights into clear, compelling reports and presentations for stakeholders and cross-functional teams User-Centric Ideation & Problem Solving • Facilitate workshops and ideation sessions with stakeholders • Apply design thinking methodologies to frame problems and co-create innovative solutions Customer Journey & Experience Design • Develop customer journey maps, service blueprints, and experience artefacts • Identify key pain points and opportunities across the end-to-end service journey • Collaborate with cross-functional teams to define experience strategy and service improvements • Work closely with designers and engineers to ensure usability, accessibility, and seamless experiences Performance Measurement & Continuous Improvement • Define and track KPIs and success metrics to evaluate service effectiveness • Continuously refine services based on data, feedback, and evolving user needs Methodological Excellence • Stay updated on UX research and service design best practices, tools, and trends • Ensure rigour and consistency in research and design methodologies GIS / Spatial Experience (Preferred)• Conduct research with government data users to understand GIS workflows and pain points related to maps, dashboards, and data discovery • Design intuitive map interactions, dashboards, and data discovery experiences • Develop service blueprints and user journeys to improve usability and adoption of geospatial solutions • Collaborate with product, GIS, and engineering teams to prototype, test, and iterate interfaces • Ensure solutions meet standards for accessibility, inclusivity, and effective data storytelling Requirements• Proven experience in UX research, service design, or related roles, preferably in complex environments • Strong capability in both qualitative and quantitative research methods • Experience translating research into actionable insights and design outcomes • Ability to facilitate stakeholder workshops and drive alignment • Strong communication and storytelling skills • Comfortable balancing strategic thinking with hands-on execution • Alignment with public sector mission and user impact All information will be kept strictly confidential. Only shortlisted candidates will be contacted. TALENT PULSE PTE. LTD. EA License No: 25S2956